Warranty and Refunds

This warranty applies whenever Reebelo Australia Pty Ltd ABN 52 641 662 197 ('we', 'us',
'our') supplies Goods to the customer ('you', 'your').

Mandatory wording

If you are a 'consumer' under section 3 of the Australian Consumer Law, the following
mandatory text applies:

Our Goods come with guarantees that cannot be excluded under the Australian Consumer
Law. You are entitled to a replacement or refund for a major failure and compensation for
any other reasonably foreseeable loss or damage. You are also entitled to have the Goods
repaired or replaced if the Goods fail to be of acceptable quality and the failure does not
amount to a major failure.

Definitions

In this document:
(a) Australian Consumer Law means Schedule 2 of the Competition and Consumer Act
2010 (Cth) and the corresponding provisions of the relevant State and Territory fair
trading acts;
(b) Goods means goods supplied by us to you;
(c) Refurbished Goods means any Goods described as being in premium, pristine,
excellent, good, or acceptable condition at the time of purchase;
(d) ReebeloCare means the optional warranty available to you at the time you purchase
your Goods;
(e) Warranty & Refund Form means the online claim form located here; and
(f) XCover (also known as Cover Genius Pty Ltd ABN 43 159 983 598) means our partner
who is responsible for administering ReebeloCare.

14 Days' Free Returns

If, within 14 days after receiving the Goods, you have changed your mind, you can submit a
claim under this Warranty and Refunds policy (14 Days' Free Returns). To be eligible for a 14
Day Free Return, the Goods must be in the same condition they were received with the
original packaging intact, be free of any passwords and/or passcodes (including removal of
AppleID/Google accounts) and include all accessories with which the Goods were delivered.
We will not be liable for returning to you any other items that are shipped along with the
returned Goods.

12 Months' Warranty against defects

If, within 12 months from the date of purchasing the Goods, you have identified a defect,
you are eligible to submit a claim under this Warranty and Refunds policy (12 Months'
Warranty).

Are there any exclusions to claiming the 12 Months' Warranty?

Subject to any rights or remedies that may apply to you under the Australian Consumer Law, the warranties available under this warranty do not apply in relation to:

(a) Refurbished Goods, any defects, flaws or variations in the quality or functionality of
the Refurbished Goods that were stated to you at the time of purchase;
(b) defects or damage resulting from your negligence, abuse or misuse of the Goods,
including inadequate or improper maintenance, exposure to liquids, accidents, any
use for which the Goods was not designed or for any ordinary wear-and-tear;
(c) your failure to follow the manufacturer's instructions or adhere to warnings; or
(d) any damage caused by modification to the Goods carried out on the Goods by
anyone other than a certified technician authorised by us.

Water Resistance and Water Damage

Please note that Refurbished devices sold on Reebelo do not maintain water resistance, due
to the refurbishment process. Water damage or ingress is not covered under the Reebelo 12
Month Warranty.

How do I make a claim under the 14 Day Free Returns or the 12 Months' Warranty?

To make a claim under the 14 Day Free Returns policy or the 12 Months' Warranty follow
the steps outlined below:

  • Step 1: Log in to your account (click here to login to your account for quick access).
  • Step 2: Once logged in, click "Account" to access the drop-down menu and then click "My Orders".
  • Step 3: If you are seeking a repair/replacement under the 12 Months’ Warranty, press the button for “Warranty Claim”. If you are claiming a return under the 14 Day Free Returns policy, press the button for “Return”.
Please note that if it is over 14 days since the item was delivered, the Returns
button will be unavailable.
  • Step 4: Fill out the details in the form on the next page, ensuring your responses are complete and accurate.
  • Step 5: Upload a minimum of 4 pictures where indicated on the form.
  • Step 6: Click “Submit your Claim” once the form is complete.

 

Once we receive your claim, one of our representatives will help to determine, acting
reasonably, whether your warranty claim is valid and, if it is, will inform you how we may
honour it.

We may require you, after you lodge your claim, to provide proof of purchase details, to
respond to questions that are designed to assist with determining potential defaults, and to
follow our procedures for obtaining warranty service, which may include a physical or virtual
inspection of the Goods. You must respond to all requests promptly, and if you do not then
we reserve the right to consider your claim to be abandoned.

If you are requested to return the Goods to us for inspection or repair, you are responsible
for packing the Goods securely for shipping. You are responsible for any damage to the
Goods while in transit. You must ensure that you back-up and remove all personal
information stored on the Goods (including signing out of AppleID/Google accounts).

Subject to any rights or remedies that may apply to you under the Australian Consumer Law,
we will bear the reasonable delivery cost of any required return of the Goods. However, if we determine that your claim is not valid after receiving and inspecting the Goods, you will
be responsible for the cost of return (and any re-delivery) of the Goods.

What are my remedies?

Subject to any rights or remedies that may apply to you under the Australian Consumer Law,
if you submit a valid warranty claim, we will, at our option, repair the Goods, refund the cost
of the Goods, or replace the Goods with goods that are at least equivalent in function and
quality. If Goods (or components of Goods) are replaced, any replacement item becomes
your property, and the replaced Goods becomes our property.

2-Year Device Protection with ReebeloCare

At the time of purchasing your Goods, you can choose to purchase ReebeloCare, which
extends the 12 Months Warranty for another 12 months (for a total of 24 months) and
receive additional warranties for your Goods from the day you purchased your device.

What's covered under ReebeloCare?

  • Damaged Goods caused by weather, spills, liquids, fire, mishandling and cracks;
  • Any damage not covered by an existing warranty;
  • Unlimited number of repairs up to the purchase values of the Goods; Or
  • A replacement or store credit for when the Goods cannot be repaired

What's not covered under ReebeloCare?

  • General wear-and-tear or cosmetic
  • Damages that do not affect the
  • Functionality of the Goods; damages arising out of your negligence or misuse; loss, deletion or corruption of any data stored on the Goods; and
  • Lost or stolen Goods including any damage arising from the event
  • Goods for which the IMEI or Serial Number is no longer recognizable or retrievable due to damage
  • Goods that have been opened or repaired that are not authorized by Reebelo

Please click here for more information about Reebelocare and to retrieve the full Terms & Conditions.

Want to get in contact?

If you have any questions, get in touch with us via email to support@reebelo.com.au.